Assistant Manager - CX and Ops

Role Overview: As an Assistant Manager for the Restaurant & Experiences vertical at CREW, you will be responsible for expertly curating restaurant recommendations, managing reservations seamlessly, and ensuring operational excellence to provide premium customers with personalized dining experiences. Your role will involve collaborating with Captains and tech teams to deliver outstanding service. Key Responsibilities: - Restaurant Curation: - Develop and maintain a robust network of top dining options across cuisines, neighborhoods, and occasions. - Curate tailored recommendations based on customer profiles and preferences. - Stay updated on new openings, trending venues, and exclusive offers to provide up-to-date suggestions. - Reservation Management: - Proactively manage reservations end to end, securing priority tables and handling complex requests. - Communicate effectively with customers for preferences, confirmations, and special requirements. - Resolve reservation issues, last-minute changes, or VIP arrangements professionally. - Operational Excellence: - Oversee mission assignments for restaurant requests to ensure timely and high-quality execution by Captains. - Collaborate with team leads to optimize staff schedules and uphold SOPs for curation and reservation workflows. - Track operational KPIs, taking action to improve efficiency and service quality. - Customer Experience: - Solicit and respond to customer feedback to enhance future suggestions. - Resolve customer complaints with empathy and professionalism to ensure superior guest satisfaction. - Ensure seamless and memorable customer touchpoints throughout the process. Key Requirements: - 4-8 years of experience in restaurant curation, concierge services, or hospitality operations, preferably in a premium segment. - Deep familiarity with the food and beverage landscape, restaurant ratings, and customer dining preferences. - Strong communication, negotiation, and relationship-building skills. - Expertise in reservation platforms and tech-enabled booking workflows. - Operational and team management discipline with the ability to prioritize under pressure. - Analytical mindset and attention to detail in suggestion processes and operational execution. - Willingness to work evenings, weekends, and holidays as per business rotation. Additional Details: CREW is Swiggy's newest venture, a smart personal concierge app aimed at simplifying everyday tasks. It serves as a go-to problem solver, surprise planner, and life-simplifier all in one sleek app. Join the team in building the future of effortless living, one perfectly handled task at a time.,